Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflic

The Level 2 & 3 Diploma in Customer Service with Communication Skills & Conflict Management is designed to equip learners with essential skills for exceptional customer service. This course blends practical communication techniques, conflict resolution strategies, and customer engagement methods. Learners will develop confidence handling in-person, phone, and electronic customer interactions. Through structured modules, participants understand customer needs, manage complaints effectively, and generate repeat business. The course emphasizes real-world applications, improving both professional growth and workplace efficiency. By completing this diploma, learners gain internationally recognized skills that enhance employability in customer-focused roles.

Learning Outcomes:

1. Understand core principles of customer service and communication skills effectively.
2. Develop professional attitudes to enhance workplace customer service experiences.
3. Identify customer needs and deliver solutions with confidence and clarity.
4. Apply conflict management strategies to recover difficult customer situations.
5. Provide excellent service in-person, over the phone, and electronically.
6. Recognize when escalation is required and act with professional judgment.

Course Curriculum:

• Module 01: Introduction to the course
• Module 02: Who We Are and What We Do
• Module 03: Establishing Your Attitude
• Module 04: Identifying and Addressing Customer Needs
• Module 05: Generating Return Business
• Module 06: In-Person Customer Service
• Module 07: Giving Customer Service over the Phone
• Module 08: Providing Electronic Customer Service
• Module 09: Recovering Difficult Customers
• Module 10: Understanding When to Escalate

Disclaimer:

This is an online course with pre-recorded lessons. You will get access to the course within 48 hours after your enrolment.